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Regional Service Technician I (14-0083)CB

Regional Service Technician I (14-0083)CB

Job Description

Key Responsibilities include:

  • Manage assigned service zone to ensure service calls are completed within the Service Level Agreement while following company policy related to inventory management, service call management, safety initiatives, and others
  • Troubleshoot and repair failed IT hardware in retail store and/or office settings
  • Pick up shipped good service parts and drop off defective service parts on a timely basis
  • Provide exceptional customer service
  • Edit all aspects of web-based service tickets assigned to the service zone (includes providing in route and onsite statuses, comprehensive notes, resolution information, equipment information, and closure detail)
  • Performance review metrics include the following:
  • SLA achievement
  • Customer Service scores
  • Inventory movement and accuracy
  • Safety
  • Compliance related training and follow through
  • Service call management
  • Maintain spare and parts inventory in van for multiple customer environment; record accurate usage of service parts as dictated by the service management system; Maintain constant adherence to inventory control practices and standards
  • Keep vehicle orderly, clean, and maintained in accordance with company and manufacturer recommended maintenance schedules
  • Focus on safety at all times – including maintaining a safe driving record

 
 
Additional Responsibilities may include, but are not limited to:

  • Complete ad hoc or project-based IT hardware installation tasks and support cabling projects as needed
  • Complete staging / integration services of IT hardware as needed
  • Installation or cabling projects may require travel
  • Extensive driving required in company provided vehicle
  • May be assigned other duties as needed

 

 

Job Requirements

Qualifications:

 

  • High school diploma or equivalent required; AS/BS degree in related technical field preferred
  • Without a degree, industry certification A+, Net+, Server+, or similar required
  • Minimum 1 year point of sale repair and IT equipment repair experience highly desired
  • Minimum 1 year previous in-store retail work experience preferred
  • Must be conscientious about safety; good driving record and driving habits required
  • The company places a premium on individual integrity and accountability
  • Must be mechanically inclined and have the ability to troubleshoot IT hardware to sub-assembly level
  • Prior low voltage voice and data cabling experience preferred
  • Excellent customer service skills required to properly interface with end-user customers; good verbal and written communication skills required; documentation skills required to provide accurate notation, billing, and parts order information in web-based service calls
  • Must possess: a strong sense of urgency in managing both Service Level Agreement (SLA) repair and inventory turn times; the ability to work in adverse repair/installation environments and diffuse stressful situations; and the ability to work independently while being a strong team player as needed
  • Must be physically able to lift and carry up to 50 pounds and sit for extensive periods of time while driving; Must also be able climb a ladder up to 15’ high and pass various certification tests (Weights & Measures, etc)
  • Company provides retail-oriented technology services 24/7/365, this position requires technician to be willing and available to work evenings, weekends, and holidays and be on-call to support retail clients

Job Snapshot

Employment Type Full-Time
Job Type Information Technology, Installation - Maint - Repair, Grocery
Education High School
Experience 1 to 3 years
Manages Others No
Relocation No
Industry Computer Hardware
Required Travel None
Job ID 14-0083CB
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Regional Service Technician I (14-0083)CB


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